IN Associate - Customer Success
Job Summary
Job Description
The IN Associate - Customer Success role involves handling initial customer interactions, educating them about Sporty products, and ensuring a rewarding customer journey. Responsibilities include managing customer queries across various channels (social media, web chat, email), providing solutions, escalating issues, maintaining accurate records, and participating in team meetings and coaching sessions. The ideal candidate possesses excellent communication skills, problem-solving abilities, and the ability to work effectively in a fast-paced, autonomous environment. The role requires fluency in English, experience in customer support, computer literacy, and the ability to work flexible shifts (including nights, weekends, and holidays).
Must have:
- Handle customer queries across multiple channels
- Educate customers on products and services
- Troubleshoot issues and provide solutions
- Maintain accurate customer records
- Excellent communication skills (written & verbal)
- 1+ years of customer support experience
Perks:
- Annual Performance Bonus
- Night Shift Allowance
- Overtime Payment
- Referral Hire Bonus
- Health and Life Insurance
- IT Asset provided
- Paid leaves of 21 days (excluding 12 public holidays)
- Team fun activities
- Quarterly Team Outings
4 skills required
Job Details
Our talented Customer Success Team is responsible for all initial touch interaction with our Customers, educating them on our Sporty products and how they can make the Customer journey most rewarding.
We have fostered a healthy, positive and collaborative remote environment for our CS Team and are looking for bright individuals to join them for a rewarding career. We are passionate about caring for our Customers, encouraging excellent communication skills and resolving issues with logical reasoning. We ensure we are up to date with our latest product developments in the Sporty ecosystem so we are able to offer the best experience.
Who We Are
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.
We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.
Responsibilities
Handle customer queries via our social media channels (Twitter, Facebook, Instagram), web chat and email in a polite, professional manner
Educate current and potential customers with product, process and service information
Qualify and troubleshoot customer queries, providing a suitable and satisfactory solution
Identify and escalate priority issues to your Team Leader and Ops Team
Maintain accurate customer records
Actively participate in Team meetings
Participate in coaching sessions with our Customer Service Manager
Adhere to internal policies and procedures
Adhere to shift schedules
Requirements
English fluency both verbal and written
1+ years of general experience in a Customer Support or similar role
Contemporary computer literacy and typing skills
An excellent communicator
Able to work well under pressure
Able to work productively in an autonomous environment
A fast learner who is able to work with set targets
Working flexibly on a day and night shift system (including national holidays and weekends)
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test
On-site screening with our Talent Acquisition Team
On-site 20 min writing test
On-site interview loop with 2 x CS Team Members (30 mins each)
Followed by an offer discussion on the same day
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test
On-site screening with our Talent Acquisition Team
On-site 20 min writing test
On-site interview loop with 2 x CS Team Members (30 mins each)
Followed by an offer discussion on the same day
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
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About The Company
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution.
We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
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